Learning Objectives Web Link Video Management Wrap-up    Managing Knowledge in the Digital Firm     Case Study: Cott Struggles to Manage Unstructured Information     Section 12.1: The Knowledge Management Landscape Important Dimensions of Knowledge Organizational Learning and Knowledge Management The Knowledge Management Value Chain Types of Knowledge Management Systems     Section 12.2: Enterprise-Wide Knowledge Management Systems Structured Knowledge Systems Semistructured Knowledge Systems Knowledge Network Systems Window on Management: An Enterprise-Wide Knowledge Management System Pays Off for Cuatrecasas Supporting Technologies: Portals, Collaboration Tools, and Learning Management Systems     Section 12.3: Knowledge Work Systems Knowledge Workers and Knowledge Work Requirements of Knowledge Work Systems Window on Organizations: The U.S. Navy Creates the World’s Largest Classroom Examples of Knowledge Work Systems     Section 12.4: Intelligent Techniques Capturing Knowledge: Expert Systems Organizational Intelligence: Case-Based Reasoning Fuzzy Logic Systems Neural Networks Genetic Algorithms Hybrid AI Systems Intelligent Agents     Section 12.5: Management Opportunities, Challenges, and Solutions Opportunities Management Challenges Solution Guidelines     Learning Supplements Make IT Your Business Summary Key Terms Review Questions Discussion Questions Application Software Exercise: Expert System Exercise: Building a Simple Expert System for Retirement Planning Dirt Bikes USA: Identifying Opportunities for Knowledge Management Electronic Commerce Project: Using Intelligent Agents for Comparison Shopping Group Project: Rating Knowledge Network Systems Case Study: Can Knowledge Management Systems Help Pfizer   Learning Objectives Web Link Video Management Wrap-up